IHH Healthcare Berhad | Annual Report 2018
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54 IHH Healthcare Berhad | Annual Report 2018 SUSTAINABILITY REPORT Scope Of Reporting 56 Sustainability Our Patients 58 Our People 62 Our Organisation 67 Our Environment 72 Our Community 76 INTEGRATING SUSTAINABILITY Our vision is to build a sustainable organisation that delivers value to all our stakeholders. Underpinning our commitment towards this vision is an integrated approach to business, where sustainability is inextricably linked with all we do. This is evidenced in our reporting this year, where we have adopted the Integrated Reporting Framework demonstrating how we create value in the short, medium and long term. 55 Sustainability SUSTAINABILITY REPORT SCOPE OF REPORTING the four main home markets, which are with regard to our sustainability In order to focus our efforts and Malaysia, Singapore, Turkey and India. performance is from 1 January 2018 strengthen our benchmarks for economic, However, for the 2018 report, we have to 31 December 2018. environmental and social sustainability, chosen specific case studies to highlight we are maintaining the scope as that of our sustainability initiatives and their financial year 2017, i.e. our operations in impact. The reporting period captured MALAYSIA 1. Pantai Hospital Sungai Petani 6. Pantai Hospital Kuala Lumpur 11. Gleneagles Kuala Lumpur 2. Pantai Hospital Penang 7. Pantai Hospital Cheras 12. Gleneagles Penang 3. Pantai Hospital Ipoh 8. Pantai Hospital Ampang 13. Gleneagles Medini 4. Pantai Hospital Manjung 9. Pantai Hospital Batu Pahat 14. Gleneagles Kota Kinabalu 5. Pantai Hospital Klang 10. Pantai Hospital Ayer Keroh 15. International Medical University SINGAPORE 1. Mount Elizabeth Novena Hospital 3. Mount Elizabeth Hospital 2. Parkway East Hospital 4. Gleneagles Hospital TURKEY 1. Acibadem Adana 7. Acibadem Bursa 13. Acibadem Kocaeli 2. Acibadem Altunizade 8. Acibadem Eskisehir 14. Acibadem Kozyatagi 3. Acibadem Ankara 9. Acibadem Fulya 15. Acibadem Maslak 4. Acibadem Atakent 10. Acibadem International 16. Acibadem Taksim 5. Acibadem Bakirkoy 11. Acibadem Kadikoy 6. Acibadem Bodrum 12. Acibadem Kayseri INDIA 1. BGS Gleneagles Global Hospitals 4. Gleneagles Global Hospitals Parel 7. Continental Hospitals (Hyderabad) Kengeri (Bengaluru) (Mumbai) 2. Gleneagles Global Hospital, 5. Aware Gleneagles Global Hospitals Richmond Road (Bengaluru) LB Nagar (Hyderabad) 3. Gleneagles Global Health City 6. Gleneagles Global Hospitals Perumbakkam (Chennai) Lakdi-Ka-Pul (Hyderabad) 56 IHH Healthcare Berhad | Annual Report 2018 Sustainability Sustainability is becoming increasingly business operations. In order to achieve principles of Integrated Reporting. integral to long-term business success better integration, connectivity and The content index below serves as – on top of strong financial performance, completeness in our reporting, we have guide to help readers access different stakeholder groups now expect opted to include some sustainability sustainability information within organisations to adopt responsible content in other sections besides the this Annual Report. practices throughout the entire Sustainability Report, as part of the CONTENTS OF THE PAGE SUSTAINABILITY STATEMENT CAN BE FOUND IN NUMBER Material sustainability matters Stakeholder Engagement 30 • How they are identified • Why they are important to IHH Material Matters 34 The scope of the Sustainability Statement and basis for the scope Sustainability Report 56 Material sustainability matters Our Patients 58 • Policies to manage these sustainability matters Our People 62 • Measures and actions taken to deal with these sustainability matters which demonstrate how IHH has performed in managing Our Organisation 67 these sustainability matters Our Environment 72 Our Community 76 The governance structure in place to manage economic, environmental Sustainability Governance Report 134 and social risks and opportunities 57 Sustainability OUR PATIENTS We promote a patient-centred culture, prioritising quality of care and patient satisfaction in order to have an impact on the well-being of our patients and their families. QUALITY OF CARE value for our patients are best achieved key performance indicators and Our efforts to improve the quality of through having a rigorous system measurements in five strategic care to our patients involve integrating of measurement, and by using this initiatives: People, Quality, Service, practices that are patient-centred, information to make continuous Finance and Growth. including the improvement of time improvements. For instance, in 2007, spent and communication with patients. the Parkway Pantai hospitals in Malaysia and Singapore embarked on the All of our hospitals strongly believe that Enterprise Balanced Scorecard project. clinical excellence and the creation of This Balanced Scorecard identifies 58 IHH Healthcare Berhad | Annual Report 2018 Sustainability INDIA: CASE STUDY In order to achieve the aforementioned Value-added care towards improving the well-being of patients involves targets, Parkway Pantai India’s action implementing lean management where we are constantly improving the quality plan involves going lean and adopting of time spent in patient care. Nurse staffing ratios and patient maximums are a practices that reduce wasted time spent question of care quality, and we make sure that each patient is given enough by healthcare providers and improve the attention by assigning a number of administrators accordingly. In determining the quality of time spent in patient care. staffing ratio, we have also taken into consideration the fact that patient safety and Some of the key considerations that are care quality would be compromised if the nurses take on too many patients. The underway or in the planning stage are table below list the staffing ratio per patient at the different wards and units in the listed below: hospitals in India. STAFFING RATIOS PER PATIENT • Transforming the Nurse Call Bell System to a Patient Request-Specific Specific Unit Current Practice Call Bell System to reduce time General Ward 1:6 wasted on receiving calls for Special General Ward 1:5 non-nursing activities Sharing Ward 1:5 • Installing a special software Private Ward 1:4 application for instant complaints, and rectification of the same to Super Deluxe Ward 1:3 reduce the number of nurse call bells High Dependency Unit/ Step Down ICU 1:3 – a pilot study has been implemented Post-Operative Liver, Heart & Lung in Ward 1:1 in Continental Hospitals Bone Marrow Transplant Unit 1:1 • Designating a dedicated nurse for handling billing, pharmacy and Transplant ICU (Others) 1:1 patient care coordination activities Transplant ICU (Liver, Heart & Lung) — Ventilated 2:1 • Reducing the number of pharmacy ICU — Non-Ventilated 1:2 sub-stores managed by nurses • Reviewing the existing system of documentation and simplifying it with The average time spent, i.e. the current time and target time, in Parkway Pantai less writing requirements, but in hospitals in India for direct nursing care with patients on a six-hour shift in the wards keeping with Joint Commission and ICUs is as follows: International (JCI) requirements. WARDS ICUs Another measure that helps reduce wasted time in ad-hoc management, and Target Target provides a method by which healthcare providers can reliably deliver the best 200/360 250/360 possible care for patients undergoing minutes minutes particular treatments with inherent risks, is the use of infection control bundles in ICUs. The use of bundles is a set of evidence-based practices, generally Current Current three to five, that when performed collectively and reliably, have been 136/360 190/360 proven to improve patient outcomes. minutes minutes Another key aspect of quality care is patient and family engagement. At Parkway Pantai India, engagement has Wasted time, energy, and material are pervasive in healthcare. From a study conducted increased through our efforts to provide on Parkway Pantai India, it was observed that the majority of a nurse’s time during a patients with education or counselling on shift is spent on indirect nursing care, housekeeping activities, such as documentation medication safety, prevention of patient and billing related activities, patient care coordination with other treating teams, and falls, pain management, consents and pharmacy-related activities. discharge information. 59 Sustainability OUR PATIENTS PATIENT AND FAMILY SAFETY to cater to the needs of our hospital staff, data, diagnosis, anthropometric The safety of our patients and their patients’ families and other visitors. measurements, weight history, pertinent families is of paramount importance as medications, diet order, nutritional Dietitians create food menus for patients needs, appropriateness of diet order, it has a direct impact on our business. and their companions according to Key aspects of patient and family safety assessment of nutritional status and the daily and weekly nutritional recommendations/nutrition goals. that are also pertinent in ensuring requirements by a value calculation of sustainable healthcare are food quality carbohydrate, protein, fat, vitamins and In terms of food handling, our food and the rational use of medicine. Our minerals. All products are ensured to be products are prepared in a clean kitchen efforts to implement checks and of the highest quality and compatible in where all staff working in the cooking measures throughout our operations terms of food safety and nutritional and preparation lines are required to be are elaborated in this section. value